Product Adoption

Introducing new technology to clients is often a challenging and involved process. Varying Business to Business (B2B) dynamics, infrastructure, and operating models can further complicate a standard rollout and adoption model.

In this case study, a financial services provider experienced firsthand the frustrations of low client adoption. The provider's operations teams were bogged down by duplicated tasks and mounting pressure from executive leadership to deliver on client adoption and projected efficiency targets. Even more concerning, clients seemed disengaged and indifferent to the product altogether.  

It was clear that a different approach was needed.

By shifting to a human-centered engagement strategy, the provider not only boosted adoption rates but also significantly enhanced the experiences of clients, employees, and users alike. 

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